Overview
Learn the requirements to successfully send different types of content from your marketing campaigns. Understanding these requirements helps ensure your campaigns reach your intended audience.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Primarily benefits Commercial Service and Replacement business types and Residential Service and Replacement business types
Applies to all trades
Feature configuration
To get started with Marketing Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Direct Mail campaigns
To send direct mail, the customer profile must:
Have a valid address.
Not have either the Do not mail or Do not service checkboxes selected on the Edit Customer screen.
Email campaigns
To send emails, the customer profile must:
Have a valid email address that is not on the email suppression list.
Have Marketing Updates selected on the Edit Contact Methods screen.
Not have any of the following options selected on the Edit Customer screen: Do not mail, Do not service, or Do not send promotional marketing emails.
For Marketing Pro v1 only, you must also:
Have the Opted In tag if Double Opt-In is enabled in Settings > Marketing Pro > Marketing.
Not have the Email Dormant tag if Opt-Out Message is enabled and Auto-suppress dormant emails is selected in Settings > Marketing Pro > Marketing.
SMS Text Message - Transactional Campaigns
To send transactional SMS text messages with Marketing Pro, the customer profile must:
Have a mobile phone number.
Have both the Marketing Updates and Job Notifications checkboxes selected for that number on the Edit Contact Methods screen.
Not have either the Do not mail or Do not service checkboxes selected on the Edit Customer screen.
To send transactional SMS text messages without Marketing Pro, the customer profile must:
Have a mobile phone number.
Have Job Notifications selected for that number on the Edit Contact Methods screen.
Neither the Do not mail nor Do not service checkboxes selected on the Edit Customer screen.
SMS Text Message - Marketing Campaigns
To send marketing SMS text messages, the customer profile must:
Have a mobile phone number.
Have Marketing Updates selected for that number, and the Marketing SMS Opt-In status set to Opted-In on the Edit Contact Methods screen.
Note: Only your customers can set their opt-in status for marketing SMS text messages.Not have either the Do not mail or Do not service checkboxes selected on the Edit Customer screen.
FAQ
How can I manage customer opt-ins for marketing messages?
You can manage your customers' notification preferences for marketing updates through their contact methods. If Double Opt-In is enabled in your Marketing Pro settings, customers must also have the Opted In tag on their customer profile to receive marketing emails. If Opt-Out Message is enabled in your Marketing Pro settings and Auto-suppress dormant emails is selected, customers can’t receive marketing emails if their customer profile has the Email Dormant tag.
For marketing text messages, you need explicit opt-in from the customer’s mobile number. Opt-in requests can be sent directly from ServiceTitan, or customers can opt-in through your emails or website. To view a list of all customer numbers that have opted into your SMS marketing campaigns, go to Settings > Marketing Pro > Phone Numbers, and filter for the Opted In status. For more information, see Generate opt-in requests for marketing text messages.
How do I resubscribe customers to my marketing content?
If a customer accidentally unsubscribes from your email campaigns, or if they decide they want to resubscribe to your email campaigns after all, you can manually resubscribe them in their customer record by deselecting Do not send promotional emails. For more, see Manage the suppression list.
You cannot resubscribe customers to your SMS marketing campaigns. The customer must reply with an opt-in trigger word from their opted-out number to resubscribe to your SMS marketing. Opt-in trigger words include unstop, start, restart, subscribe, and enroll.
Note: Reselecting Do not send promotional emails opts customers back into all marketing email campaigns.
Should I email people who I have not done business with and who have not opted in to emails?
No. First, it violates CAN-SPAM and CASL regulations and you could be fined. Second, it's bad for your deliverability. Cold emailing people from a purchased list will increase your spam rates and deliverability. So your targeted emails to your customers will more likely go to spam which hurts your overall business. There are better ways to go about acquiring new customers, like direct mail, that do not put your legitimate email program or your business at risk.
All that being said, eventually, we would like to have email collection widgets that collect email contacts on customers' websites. This would be a legitimate way to have leads that do not have an address but HAVE opted into email. Other legitimate ways would be collecting emails at a conference. We will eventually have a way for them to do this as well but we need to think about a way for them to verify that the list is legitimate and we will need the leads 2.0 system to have these types of records.
If a customer has more than one email address in their customer record, can I choose which email address receives my marketing content?
While Marketing Pro email campaigns can only be sent to one email address per customer record, you can choose which email should get your email campaigns by deselecting Marketing updates for all email addresses on that customer record except for the one that should receive email campaigns.
If a customer is on the do not mail list, will they receive a marketing email?
No, we automatically filter out all customers marked as do not mail, do not service, and customers who have unsubscribed. Marketing emails are only sent to active customers.
Can I choose which email address marketing emails are sent from?
Marketing emails are sent using the Sender information set in your Marketing Pro email settings. You can only configure one Sender Email for your ServiceTitan account.
To update the Sender information:
Go to the top toolbar and click Settings
.In the side panel, go to Marketing Pro > Marketing.
In the Sender section, review the Sender Name, Sender Domain, and Sender Email.
Make any needed changes.
When finished, click Save Changes.
For more, see Manage Marketing Pro settings.
How can I get a list of customers who are not opted in for marketing updates?
You can view the opt-in status for all phone numbers in Settings > Marketing Pro > Phone Numbers. To see which phone numbers are not currently opted in, you can filter the list by status.
Is the Marketing Updates option automatically selected when a new customer record is created?
Yes, the Marketing Updates option is automatically selected for new customer records. However, this is not automatically selected when you add a new contact method to an existing customer record.
How do I encourage customers to opt in to SMS marketing?
To maximize SMS opt-ins and maintain compliance, follow these guidelines:
Offer Clear Value: Provide value to customers. Offer an incentive, such as a discount, early access to sales, or exclusive content.
Be Transparent and Compliant: Clearly explain what customers are signing up for (for example, promotional texts or appointment reminders) and how often they'll receive messages.
Use Multiple Channels to Get Opt-Ins: Leverage different contact points to ask for permission to send texts.
Customer Service Representative (CSR) Scripting: Train your CSRs to verbally ask customers during the booking process. Your CSRs can then send the opt-in request directly from the customer's record in ServiceTitan.
Website and Email Links: Use the Embeddable Opt-In Form and Opt-In Website Link generated in Settings to add a link to your website and email footers.
Technician Forms: Use ServiceTitan Mobile forms to allow technicians to request and capture opt-in confirmation on-site.
Do customers need to opt in for each phone number?
Yes, they need to opt in for each phone number. For more, see Learn SMS opt-in and opt-out workflows for Marketing Pro.